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Application Hierarchy of Needs for SREs and IT Operators

1 post · Oct 2021

What this trail covers

This post introduces the Application Hierarchy of Needs, a framework for SREs and IT Operators to measure and manage application health. It categorizes needs into Availability, Correctness, Responsiveness, and User Experience, and discusses how to measure these using KPIs, OKRs, SLOs, SLIs, and metrics like NPS and adoption funnels. It also introduces the Failed Customer Interaction (FCI) metric for business impact and discusses SRE/ITOps measurements like MTTR. The post highlights the integration of IBM Observability by Instana APM and IBM Cloud Pak for AIOps to address these needs.

All IBM trails
  1. The Application Hierarchy of Needs for SREs and IT OperatorsThis post defines the Application Hierarchy of Needs with four layers: Availability, Correctness, Responsiveness, and User Experience. It details how to measure these layers using SLOs/SLIs for the first three and NPS/adoption funnels for User Experience. It introduces the Failed Customer Interaction (FCI) metric as a business impact measure and outlines SRE/ITOps incident management metrics (MTTD, MTII, MTTR, MTSR). Finally, it positions IBM Observability by Instana APM and IBM Cloud Pak for AIOps as solutions for addressing these needs.